EMERGENCY RESPONSE GUIDE (ERG)

Transcription

1 WARBELOW S 135 MANUAL SYSTEM EMERGENCY RESPONSE GUIDE (ERG) THE COMPANY EMERGENCY CONTACT LIST CAN BE FOUND AT THE BACK OF THIS MANUAL IN APPENDIX A The Director of Operations is responsible for Emergency Response Guide and related processes. He delegates the authority for this manual and the processes contained herein, to the Director of Safety, unless otherwise noted. Policies and procedures for manual revisions and updates can be found in Company General Policies Manual. Warbelow s coworkers are required to understand and adhere to all policies, procedures, instructions and information contained in this manual and the company Operations Specifications (119.43(b)). It is the responsibility of any Warbelow s coworker who sees the need to modify policy or procedure in this manual to submit a LOOK Report or letter to their direct Supervisor. This is an unauthorized copy of the manual. Please check the website for revisions Revision: 1

2 Table of Contents EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 TABLE OF CONTENTS CHAPTER 1: GENERAL INFORMATION... 1 Section 1.01: Introduction... 1 Section 1.02: Purpose... 1 Section 1.03: Definitions and Abbreviations... 1 Section 1.04: Speaking to the Press / Media / Public... 2 CHAPTER 2: COMPANY ORGANIZATION... 1 Section 2.01: Organizational Chart... 4 Section 2.02: Company Chain of Command... 4 Section 2.03: Identifying an Incident Commander... 4 CHAPTER 3: EASY GUIDE TO EMERGENCY RESPONSE... 5 EMERGENCY CATEGORIES:... 5 CATEGORY A: CATASTROPHIC ACCIDENT CATASTROPHIC ACCIDENT POLICY... 7 GUEST SERVICE AGENT POLICY & PROCEDURES... 7 CATEGORY B: MAJOR ACCIDENT MAJOR ACCIDENT POLICY GUEST SERVICE AGENT POLICY & PROCEDURE DISPATCH POLICY & PROCEDURES CATEGORY C: IN-FLIGHT/AIRBORNE EMERGENCIES LIGHTNING STRIKES / BIRD STRIKES / NO LANDING GEAR / DECOMPRESSION / EMERGENCY DECENT CHANGE IN WEATHER CONDITIONS (I.E. VOLCANO ERUPTION, EARTHQUAKE, SMOKE, ETC.) CATEGORY D: MISSING/OVERDUE AIRCRAFT DEFINITION POLICY PROCEDURE CATEGORY E: HIJACKING DEFINITION POLICY PROCEDURE CATEGORY F: BOMB THREATS, SUSPICIOUS PACKAGES AND HOSTAGE SITUATIONS DEFINITION OF A BOMB THREAT POLICY NOTIFICATION OF OUTSIDE AUTHORITIES ON GROUND / AIRCRAFT PROCEDURES: IN-FLIGHT THREAT PROCEDURES: TELEPHONE THREATS PROCEDURES: PERSONAL CONTACT THREAT PROCEDURES BOMB EMERGENCY/HOSTAGE SITUATION SUSPICIOUS PACKAGES OR LETTERS CATEGORY G: MAJOR ACCIDENT AT GROUND SITE GENERAL POLICY SPILL OR GENERAL ACCIDENT PROCEDURES FIRE EMERGENCY PROCEDURES vi

3 Table of Contents EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 CATEGORY H: INJURY OR ILLNESS INFLIGHT OR ON THE GROUND THAT REQUIRES TREATMENT POLICY PASSENGERS OR COWORKERS WHO BECOME INJURED OR ILL ON THE GROUND CATEGORY I: THEFT / OTHER CRIMES ON SITE HOW TO REPORT A CRIME ON SITE CHAPTER 4: ERG TABLE TOP TESTING Section 4.01: Policy Section 4.02: Purpose Section 4.03: Procedure Section 4.04: Individual Training CHAPTER 5: FAMILY ASSISTANCE PLAN Section 5.01: Purpose Section 5.02: Compliance Section 5.03: General Training Section 5.04: Family Assistance Training Section 5.05: Emergency Simulations Section 5.06: Communication Section 5.07: Unauthorized Release of Manifest Information Prohibited Section 5.08: Toll-Free Number Section 5.09: Passenger Manifest, Ticket Reconciliation And Notification Section 5.10: Notification of Kin Section 5.11: Passenger Identification Section 5.12: Family Access To The Accident Site Section 5.13: Remains And Personal Effects Section 5.14: Relationship With Outside Independent Organization Section 5.15: Notification Of Property Owners Regarding Ground Damage Section 5.16: Electronic Transmission Of Public Hearing APPENDIX A: ERG FORMS... A-1 vii

4 Table of Contents EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 REVISION CONTROL PAGE REVISION # REVISION DATE REVISED PAGES ENTRY DATE Original 12-October Changed def of ii, 309 Major accident 2 Aug 28, 2012 Added CARE vi

5 Log of Revisions LOG OF REVISIONS REVISION NUMBER : DATE: CHANGES: Original 10/12/2011 Rev #1 12/20/2011 Revised Category B: Major Incident definition. Updated form ERG-#09, Updated personnel and deleted 121 procedures Rev #2 8/28/2012 Added CARE

6 CARE Checklist EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 CARE CHECKLIST When responding to all aircraft accidents and incidents or any general emergency regarding aircraft operations, remember the CARE checklist. It should be used as a guide with the procedures outlined in this manual to ensure all requirements are carried out. It will also be used in the unlikely and unfortunate event that an accident occurs that involves loss of life. C- CONFIRM A ALERT R RECORD E - EMPLOYEES C-CONFIRM Get the name, entity, phone number, fax number and address of person calling in the report. Try to make certain the caller is not perpetrating a hoax by calling him/her back of necessary. Presume anonymous calls regarding threats of sabotage or hostages are genuine. Obtain as much information from the caller as possible: o Make, model of aircraft o Aircraft Registration number o Location of accident or occurrence o Medical conditions of those involved o Names of health care facilities providing treatment o Extent of damage to aircraft o Whether outside agencies (police, fire, etc) are enroute or other government agencies have been notified A-ALERT Assess whether the accident or occurrence requires activating the complete Response Plan. Consider possible modifications to this Plan to meet the needs of the situation. Call the next primary or alternate member of your Response Team. Instruct the next or alternate member to notify all Senior Team Members. Instruct employees to direct incoming calls related to the incident to you. Notify regulatory and investigate authorities. For criminal acts such as sabotage, hostages or bomb threat, notify the criminal authorities. Simply give the facts. Do not speculate or draw your own conclusions. Confirm the passenger/crew manifest. Verify, exact names, employers and contact phones. Carefully consider the advice of your aviation insurance claim professional. Contact individuals who were to meet the aircraft at its intended destination. Coordinate family notification and arrangements. Make arrangements for preservation of wreckage. Ensure crewmembers involved in the accident or occurrence receive medical evaluations as soon as possible and be sure a physician documents their condition. 1

7 CARE Checklist EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 R-RECORD Retrieve the following original documents and make copies, storing all in secure place for future reference: o Weather reports for airports closest to the occurrence o All trip papers related to the aircraft and its flight, including weight and balance calculations o All personal training records for crew members involved including piot duty and rest records o All maintenance records, including airframe and engine logs and aircraft maintenance log sheets Have the fixed base operator (FBO) who last fueled the aircraft collect a fuel sample E-EMPLOYEES Inform flight department coworkers in person, if possible. If expediency is necessary, inform them by phone. Do not leave the info in a voice message ask for a return call. Do not inform crewmembers while they are flying. Wait until they arrive at their next destination. Advise coworkers not to discuss the accident with anyone outside the company, including regulatory and investigate authorities or law enforcement, unless directed to do so by senior management. Consider having the flight department stand down by giving employees one or more days off. This may help employees with their emotional state. Assure them this is not a disciplinary measure. Use this time to evaluate whether a company flight or maintenance procedure might have contributed to the accident. Use airlines or charters for flight schedules during this time. If permitted by the investigator in-charge, photograph the damaged aircraft and the accident scene Keep legal representatives informed on the status of your actions. 2

8 Chapter 1: General Information CHAPTER 1: GENERAL INFORMATION Section 1.01: Introduction Warbelow s Air Ventures Emergency Response Guide identifies the actions that will be carried out by company personnel in the event of an incident or accident. The plan ensures prompt and orderly emergency action. All company personnel will be made aware of their specific responsibilities as required in the company throughout this manual. The Emergency Response Guide includes the following elements: A) General Policies B) Event Classifications and Emergency Procedures C) Family Assistance Plan D) Media Relations Section 1.02: Purpose Warbelow s Air Ventures Emergency Response Guide Policy shall prepare all coworkers to effectively handle emergency situations. Section 1.03: Definitions and Abbreviations A) Accident: An unplanned event or series of events that results in death, injury, occupational illness, damage to or loss of equipment or property, or damage to the environment (AC ) B) Aircraft Accident: An occurrence associated with the operation of an aircraft which takes place between the time any person boards the aircraft with the intention of flight and all such persons have disembarked, and in which any person suffers death or serious injury, or in which the aircraft receives substantial damage C) Fatal Injury: Any injury which results in death within 30 days of the accident D) DO: Director of Operations E) ERG: Emergency Response Guide (this program). Set of emergency responses to guide coworkers when handling critical situations. F) Incident: A near miss episode with minor consequences that could have resulted in greater loss. An unplanned event that could have resulted in an accident, or did result in minor damage, and indicates the existence of, though may not define, a hazard or hazardous condition (AC ). G) Incident Commander: The Incident Commander is the company authority onsite during an incident, who is the primary contact for any specific incident or emergency. The Incident Commander is automatically the General Manager, unless he is unavailable. Temporary command defaults to the Director of Operations until the General Manager arrives. If the Director of Operations is not on site, the person on site highest in the chain of command assumes the temporary position. Refer to the Warbelow s chain of command below in Section

9 Chapter 1: General Information H) Minor Injury: Injury sustained by a person in an accident or incident and which: 1.) Requires hospitalization for less than 48 hours; or 2.) Results in painful injury or strain; or 3.) Results in simple fracture of finger, toes or nose; or 4.) Results in minor burns I) Substantial Damage: Damage or failure which adversely affects the structural strength, performance, or flight characteristics of the aircraft or machine/vehicle, and which would normally require major repair or replacement of the affected component. The following are not considered substantial damage: Engine failure or damage limited to an engine if only one engine fails or is damaged, bent fairings or cowling, dented skin, small punctured holes in the skin or fabric, ground damage to rotor propeller blades, and damage to landing gear, wheels, tires, flaps engine accessories, brakes or wingtips. J) Serious Injury: Any injury which: 1.) Requires hospitalization for more than 48 hours, commencing within 7 days from the date the injury was received; a. Results in a fracture of any bone (except simple fractures of fingers, toes, or nose) b. Causes severe hemorrhages, nerve, muscle, or tendon damage; c. Involves any internal organ; d. Involves second or third-degree burns, or any burns affecting more than 5 percent of the body surface K) Slight Injury: Other injury other than a Minor Injury which requires first aid, bandaging or reduced mobility for a short period. Section 1.04: Speaking to the Press / Media / Public A) Policy: In any situation, coworkers are forbidden to speak to the local press or media on behalf of Warbelow s or pertaining to Warbelow s business, unless authorized by the General Manager or DO. In the event of an incident/accident only the General Manager may speak to a member of the press or local media. In such an event, coworkers must be aware members of the press may call or come in to the lobby looking for comments and more information. It is imperative that the media is informed directly by the General Manager, or outside agencies, as appropriate. In the event of an accident or serious incident, all personnel are forbidden to speak anyone regarding the incident or event this includes other coworkers, passengers, friend or family until a public announcement has been made. After a public announcement has been made, coworkers on duty during such an incident are strongly reminded to refrain from discussing the incident or speculating on the details, and to keep on task, unless otherwise instructed. Additionally all coworkers must refrain from sharing, even informally, information about the incident with anyone, unless authorized to do so. 2

10 Chapter 1: General Information B) Procedure for WARBELOW S Personnel When speaking to or taking calls from any media or outside representative, please say I am sorry I do not have that information. or something similar. And then refer them directly to the General Manager, giving his contact information from the Contact List [Form #ERG-01 - located in the back of every Emergency Response Guide, posted in the dispatch office, in the Pilot Lounge, and behind the ticket counter.] Under no circumstances is any coworker to talk to media representatives regarding company business!! C) Procedure/Guidance for the General Manager: If there are many media phone calls, it may be necessary to utilize the Media Log [Form #ERG-06] found in Appendix A of this manual. 1.) Prepare what you are going to say in advance. 2.) Address issues and provide important information even if reporters have not posed a related question. 3.) Provide a positive image of the organization. 4.) It is very appropriate to express concern, compassion, and empathy for passengers, crew and their families. 5.) Be aware of non-verbal communication. 6.) Avoid defensive body posture and volume of voice. 7.) Stay in control. 8.) Don t show frustration or anger at what may seem to be ridiculous questions. 9.) Respond positively. 10.) When asked negative questions, focus on and stress the positive. Correct any incorrect statements with accurate ones. Do not criticize anyone at this time. 11.) Keep Promises. 12.) If you do not know the answer to a question, offer to find out. Carry through with the promise even if searching for the answer takes some time. 13.) Do not respond to speculation. 14.) If asked a question which is inappropriate, explain to the person asking why you will not/cannot respond. 15.) Examples: a. I have not heard that (rumor) and cannot confirm that information. b. The NTSB will be conducting its investigation in the weeks to come and it is too early to know what really happened. c. It would be inappropriate to speculate before the investigation is compiled. 3

11 Chapter 2: Company Organization CHAPTER 2: COMPANY ORGANIZATION Section 2.01: Organizational Chart The organizational diagram below is clearly defines the Warbelow s flow of responsibility from the General Manager down through all departments and personnel. More information required and key management personnel can be found in Company General Policies Manual, Chapter 5. Section 2.02: Company Chain of Command The Chain of Command based on the organizational outline above, is used to identify the person with the most authority onsite any given time for the purpose of the Emergency Response Guide the Chain of Command is used to identify an Incident Commander in the event of an accident. 1.) General Manager 2.) Director of Operations 3.) Chief Pilot 4.) Director of Safety 5.) Director of Maintenance Section 2.03: Identifying an Incident Commander If available, the General Manager is always the Incident Commander. If the General Manager cannot be reached, or is not yet on site, the responsibility falls to the Director of Operations. If both the General Manager AND Director of Operations cannot be reached, the responsibility of Incident Commander and all related calls, would follow the chain of command as outlined above until such time as the General Manager or DO arrive on site. 4

12 Chapter 3: Easy Guide to Emergency Response EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 CHAPTER 3: EASY GUIDE TO EMERGENCY RESPONSE Below is a comprehensive guide to step-by-step instructions what to do in case of an emergency. Select the Emergency Category below that best fits the situation and then go to the appropriate easy guide tab in this folder. It is Warbelow s Air Ventures policy to treat all accidents as catastrophic accidents if the full details of an accident are unknown. EMERGENCY CATEGORIES: CATASTROPHIC ACCIDENT CATEGORY A Definition: An aircraft accident that results in apparent complete destruction of an aircraft and/ or probable loss of life. MAJOR ACCIDENT CATEGORY B Definition: An accident that results in substantial damage to the aircraft or substantial damage to property caused by the aircraft. Resulting injuries may range from minor or serious in nature, but are not fatal. This is considered a category B accident, but the procedures are identical to Category A. IN-FLIGHT/AIRBORNE ACCIDENTS OR MEDICAL EMERGENCY CATEGORY C Definition: Accidents or incidents reported by the flight crew indicating any type of emergency condition while airborne, necessitating assistance or guidelines as it might result in a catastrophic major accident. Also includes in-flight medical emergency of passenger or crew. MISSING/OVERDUE AIRCRAFT CATEGORY D Definition: An aircraft is considered to be missing when its position is unknown, cannot be located within 15 minutes. HIJACKING CATEGORY E Definition: The unlawful seizure of an aircraft either in the air or on the ground by a person or group of persons. BOMB THREAT, SUSPICIOUS PACKAGES AND/OR HOSTAGE SITUATION CATEGORY F Definition: An actual threat is made, a suspicious package found or a bomb emergency expected, or the unlawful taking of a person or person(s) against their will. MAJOR ACCIDENT AT GROUND SITE CATEGORY G Definition: Any accident that results on the ground, in complete or substantial damage to a ground facility and possibly serious or fatal injury to one or more persons. (Read what constitutes a serious or fatal injury in definitions, Section 1.03, above). MEDICAL EMERGENCY ON THE GROUND CATEGORY H Definition: An ground accident that results in injury, potential permanent disability of an coworker or passenger, or medical situation that requires the assistance of EMT for coworkers or passengers while on grounds. EASY GUIDE TO EMERGENCY RESPONSE 5

13 Chapter 3: Easy Guide to Emergency Response EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 THEFT OR OTHER CRIMES ON SITE CATEGORY I Definition: Examples of a crime on site include but are not limited to: Robbery, car theft and assault. Crimes include those committed against coworkers or committed by coworkers. Crimes include those committed against passengers or committed by passengers. EASY GUIDE TO EMERGENCY RESPONSE 6

14 Chapter 3: Easy Guide to Emergency Response EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 CATEGORY A: CATASTROPHIC ACCIDENT CATASTROPHIC ACCIDENT POLICY In Category A situations, there has been a visible or reported aircraft accident that has likely resulted in destruction of the aircraft and serious injury or loss of life. If full details of an accident are unknown, it is Warbelow s Air Ventures policy to assume the accident is catastrophic. In the event that an accident takes place, coworkers are restricted from speaking about the incident to media, family and friends. For more information, see Chapter 1: Section 1.04 Speaking to the Press / Media. GUEST SERVICE AGENT POLICY & PROCEDURES For more details regarding Guest Service Agent procedures, see Guest Service Manual, Chapter 22. A) Policy: Since agents are not trained in emergency response procedures for this category and will immediately transfer all calls to dispatch without delay. If in doubt, the agent should treat all variations of the scenarios below as catastrophic emergencies and transfer the call. The Flight Coordinator will evaluate the situation further. Emergency calls include but are not limited to: 1.) Agent, customer or other persons inquiring about a delayed plane when no plane delay has been previously noted by dispatch. 2.) Agent, customer or other persons reporting a possible crash or aircraft distress. B) Procedures: Upon receiving an emergency call Guest Service Agents will: 1.) Immediately transfer to Dispatch stating clearly: Dispatch, I am transferring an emergency call 2.) To transfer the call: Press the transfer button Key in extension number #111 Press the transfer button again 3.) Guest service agents will not inform anyone of the call or discuss the call with others until being updated by the Flight Coordinator, Incident Commander or DO. DISPATCH POLICY & PROCEDURES A) Policy: The Flight Coordinator on Duty with Operational Control will initiate the Emergency Contact List, and will contact the General Manager, and then the Director of Operations to initiate getting an Incident Commander. The Flight Coordinator on Duty will continue to manage the situation as the Incident Commander; until such time that they are relieved by either the General Manager or DO. CATEGORY A 7

15 Chapter 3: Easy Guide to Emergency Response EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/2012 Relieved and incoming Incident Commanders will always sign in and out when changing command. The Incident Commander will determine if the accident is Catastrophic or Major in nature and then make the appropriate notifications. An Emergency Contact List will always be available in the back of the Dispatch copy of the ERG and posted on the office wall. Relieved and incoming Incident Commanders will ALWAYS sign in and out when changing command. B) Procedures: Upon receiving an emergency call the Flight Coordinator will: 1.) Immediately pull out a copy of the Emergency Report for Aircraft Accident/Incident [Form #ERG-08] and an Emergency Communication Log [Form #ERG 010] from the back of their ERG manual. (Samples of the form can be found in Appendix A) 2.) Fill out the Emergency Report for Aircraft Accident/Incident form with all of the information available to you. Use the form even if you are unable to answer all of the questions. 3.) As soon as the form is filled out with all available information, call all of the necessary airport and emergency response agencies. Update and inform them using the information from the Emergency Report for Aircraft Accident/Incident form. This log will be passed on to the Incident Commander and used throughout emergency procedures to track the flow of information. 4.) Note, as you make the calls, log the information in the Emergency Communication Log including: a. Time of call b. Organization called c. The name of the person who takes your call d. Their phone number - direct line if possible e. Result of the call or significant conversation details f. Is a follow up call with this organization required? 5.) Call Flight Services (FSS) Note in log. 6.) Call Alaska State Troopers ) Call Elmendorf Rescue Coordination Center ) Contact General Manager 9.) Contact Director of Operations 10.) If both the General Manager and Director of Operations are unavailable, the Flight Coordinator will call down the chain of command until someone has been contacted, as detailed in Section 2.02 of this manual. 11.) The Incident Commander (most likely the General Manager or Director of Operations) will use the Checklist for Incident Commander [Form #ERG-09] to ensure all emergency steps have been completed and all notifications have been made. The checklist includes actions required by the Family Assistance Plan. 12.) Review the CARE Checklist at the front of this manual. 13.) Initiate a Family Assistance Plan, as necessary. CATEGORY A 8

16 Chapter 3: Easy Guide to Emergency Response EMERGENCY RESPONSE GUIDE Revision: 2/ Date: 8/28/ ) Once an Incident Commander has been identified and is onsite, the Incident Commander will use the Transition Check List found on page three of the Checklist for Incident Commander BEFORE assuming control. a. All subsequent Incident Commander transitions, whether they be the same day or in the days to follow, will be documented on the Transition Check List, with signatures of those changing command. b. Flight Coordinator should inform all Guest service Agents of any change in Incident Commander ALL calls would then be directed to the new Incident Commander. 15.) Flight Coordinator will then resume normal dispatch function. CATEGORY A 9

17 Chapter 3: Easy Guide to Emergency Response CATEGORY B: MAJOR ACCIDENT MAJOR ACCIDENT POLICY For a Category B Accident, there has been a documented report of significant aircraft or company property damage, significant damage to personal property resulting from WARBELOW S equipment that totals at least $50,000 in combined damages, and/or a major or minor injury to a passenger or coworker. If full details of the accident are unknown, the Incident Commander will have to assume the accident is Catastrophic (Category A, Section 3 of this manual), and proceed according to the section for that category. If during the investigation the accident is downgraded from a Category A accident the following process will apply. In the event of a Category B Accident, Coworkers are restricted from speaking about the incident to media, family and friends. For more information, see Chapter 1: Section 1.04 Speaking to the Press/Media. GUEST SERVICE AGENT POLICY & PROCEDURE B) Policy Because the Agents are not trained in emergency response procedures, they are not to assess the degree of the incident, and therefore will transfer the call to Dispatch. C) Procedures: Upon receiving an emergency call Guest Service Agents will: 1) Immediately transfer to Dispatch stating clearly, Dispatch, I am transferring an emergency call to you. 2) Transfer the call by: a. Depressing the Transfer button b. Dial Extension 111 c. Depress the Transfer button again 3) Guest Service agents will not inform anyone of the call or discuss the call with others until being updated by the Incident Commander or DO. DISPATCH POLICY & PROCEDURES A) Policy: The Flight Coordinator on duty will initiate the Emergency Contact List, and will contact the General Manager, and then the Director of Operations to initiate getting an Incident Commander. The Flight Coordinator on Duty will continue to manage the situation as the Incident Commander; until such time that they are relieved by either the General Manager or DO. CATEGORY B 10

18 Chapter 3: Easy Guide to Emergency Response Relieved and incoming Incident Commanders will always sign in and out when changing command. The Incident Commander will determine if the accident is Catastrophic or Major in nature and then make the appropriate notifications. B) Procedures Use the same procedures as Category A, above in Section A-03(B) CATEGORY B 11

19 Chapter 3: Easy Guide to Emergency Response CATEGORY C: IN-FLIGHT/AIRBORNE EMERGENCIES In Category C situations, an incident has occurred, that is reported by the PIC to the Flight Coordinator on Duty that is an emergent situation while the aircraft is airborne. The incident requires assistance and procedures to preclude future events of the same nature, as well as to work through the current situation, minimizing the damage to the aircraft, and ensuring the health and welfare of the passengers and crew aboard the air craft. Samplings of the situations that may be encountered are as follows. This is not an all inclusive list of events that may occur, but rather is general guidance to process any in-flight emergency as it is occurring. LIGHTNING STRIKES / BIRD STRIKES / NO LANDING GEAR / DECOMPRESSION / EMERGENCY DECENT A) Policy In-flight emergency is a situation that occurs once the aircraft has taken off and is already in flight. Since the aircraft is airborne the situation will have an emergent nature to it and must be handled according to process to ensure the safety of the passengers and crew. B) Procedures: If an in-flight emergency occurs with one of the above mentioned activities (or an incident with similar characteristics) the following will occur: 1) The PIC will a. Declare an in-flight emergency if necessary. b. Inform Dispatch. c. Handle according to known emergency procedures outlined in the POH: Emergency Procedures and/or Flight Operations, Chapter 12, Section 12.02: Pilot-in- Command Emergency Authority. d. Update Director of Operations upon arrival. 2) Dispatch Will a. Upon receipt of information, notify Maintenance Shift Lead. b. Contact Director of Operations and General Manager. c. Monitor Flight until arrival. d. Update Director of Operations and/or General Manager upon arrival. CHANGE IN WEATHER CONDITIONS (I.E. VOLCANO ERUPTION, EARTHQUAKE, SMOKE, ETC.) A) Policy: If an unexpected weather phenomenon occurs, the PIC will perform the following procedures to ensure the safety of the aircraft, passengers and crew. CATEGORY C 12

20 Chapter 3: Easy Guide to Emergency Response B) Procedure: 1.) Dispatch will a. Notify the Pilot as soon as possible of the change. b. Divert the aircraft as necessary. c. Follow Communication Between Aircraft and Dispatch Procedures found in Operational Control and Dispatch, Chapter 14: Flight Following Process, Section (D) d. Notify Director of Operations and General Manager IN THE EVENT OF A STATE OR NATIONAL EMERGENCY WHICH REQUIRES THE IMMEDIATE GROUNDING OF ALL AIRCRAFT. A) Policy: Warbelow s will comply with quickly and completely with any state or federal order to ensure the safety of the aircraft, passengers and crew. B) Dispatch Procedure: 1.) Contact the General Manager or Director of Operations, establishing an Incident Commander. 2.) Notify all pilots enroute and instruct them they need to land at the nearest available airport. PIC and Flight Coordinator will come to an agreement as to which airport will be used. 3.) Divert all airborne flights by following the re-dispatch procedures outlined in Chapter 6 of the Operational Control and Dispatch manual, Section 7.08 for each flight. 4.) Cancel or delay all impending flights. 5.) Follow the procedures outlined in Chapter 6 of the Operational Control and Dispatch manual for notifying flight crew, passengers, and personnel of cancelled flights. CATEGORY C 13

21 Chapter 3: Easy Guide to Emergency Response CATEGORY D: MISSING/OVERDUE AIRCRAFT DEFINITION In Category D situations, an aircraft has been reported or determined to be missing. An aircraft is considered to be missing when its position is unknown, and cannot be located and is 15 minutes past its ETA at its destination. POLICY It is the policy of Warbelow s Air Ventures that a missing/overdue aircraft take first priority in the dispatch function. Flight Coordinators will be responsible for initiating actions and documenting all actions, contacts, conversations and time. This will be tracked until the flight is found. Incident Commander, Director of Operations and the General Manager will be notified of any changes in status to include final location of the aircraft. PROCEDURE Upon notification or realization of a possible missing/overdue Aircraft, Flight Coordinators will: 1.) Attempt to locate the aircraft through all means available utilizing the flight following information found in Operational Control and Dispatch, Chapter 14, Section 14.03: Flight Following Procedures. i. A copy of this manual can be found: in the Dispatch Office Reference Library, in the Document Coordinator s Office on the bookshelf, on the company website, (At crewdoor prompt the password is Schedule.) 2.) If the aircraft is not located, declare the situation an emergency by STOPPING all other work. 3.) Notify the General Manager and Director of Operations. 4.) Immediately pull out a copy of the Emergency Report for Aircraft Accident/Incident [Form #ERG-08] and an Emergency Communication Log [Form #ERG 010] from the back of their ERG folder. 5.) Fill out the Emergency Report for Aircraft Accident/Incident to the best of your ability. 6.) Go to Step #3 in Category A Accident (above in this Chapter), following all procedures for search and rescue. 7.) All efforts may be canceled, if the overdue aircraft is located or it is discovered that communications problems prevent company contact. CATEGORY D 15

22 Chapter 3: Easy Guide to Emergency Response CATEGORY E: HIJACKING DEFINITION Hijacking is an actual or reported unlawful seizure of an aircraft either in the air or on the ground by a person or group of persons. POLICY Dispatch will immediately notify the Company General Manager or Director of Operations, of any suspected or declared hijacking. It is their responsibility to immediately notify the Administrator of the Federal Aviation Administration, TSA, and the FBI of all acts or suspected acts of air piracy. If the General Manager and DO are unavailable, the Incident Commander will make the required calls. PROCEDURE A) Dispatch: Upon receiving an emergency call about a possible hijacking, the Flight Coordinator will: 1.) Immediately pull out a copy of the Emergency Report for Aircraft Accident/Incident Form from the back of their ERG folder.( See Appendix A) 2.) Fill out the form with all of the information available to you. Use the form even if you are unable to answer all of the questions. 3.) As soon as the form is filled out with all available info, call the Company General Manager, Director of Operations (or other Incident Commander).\ 4.) Update and inform them using the information from the Aircraft Accident/Incident form. Be sure to include the number of passengers and crew involved. B) Incident Commander: The information from the Emergency Report for Aircraft Accident/Incident Form should be reported as soon as possible by the Incident Commander. The reported information should include, if available, all of the information on the list below: 1.) Company name and base or operations address. 2.) Nature of incident. 3.) Flight involved. 4.) Point of origin, last departure, next scheduled stop and final destination 5.) Type of aircraft. 6.) Number of passengers and crew. 7.) Identification and/or description of suspected hijackers. 8.) Description of weapons. 9.) Where hijackers boarded. 10.) Demands of hijackers. 11.) Passenger screening details The initial report of the incident should not be delayed because of the lack of complete information. Requested data should be reported as it becomes available and as expeditiously as possible. CATEGORY E 1616

23 Chapter 3: Easy Guide to Emergency Response This notification will be made to the Air Transportation Security Field Office within whose jurisdiction the incident occurs, the TSA Security Division, and the FBI. For more information on specific pilot procedures, please see Flight Operations, Chapter 12, Section 12.08: Hijacking. MORE INFORMATION: Flight Operations, Chapter 12, Section 12.08: Hijacking. Security Manual, Chapter 2: Incidents, Suspicious Activities and Threat Information. Operational Control and Dispatch, Chapter, 14, Section 14.03(B)(3-6) CATEGORY E 17

24 Chapter 3: Easy Guide to Emergency Response CATEGORY E: BOMB THREATS, SUSPICIOUS PACKAGES AND HOSTAGE SITUATIONS In Category F situations, a threat is made, a suspicious package found or a bomb emergency expected. With lives at stake, it cannot be assumed at any time that a threat or anonymous tip is not authentic. DEFINITION OF A BOMB THREAT A Bomb Threat is a threat by any means, written or verbal, that an incendiary or explosive device has been or will be placed on an aircraft or in a facility belonging to Warbelow s. POLICY All threats are treated as authentic until completely discredited by the General Manager, Director of Operations and/or appropriate authority. Public Law 709 approved July 14, 1956 makes it possible for immediate federal action to be taken in the event of sabotage or attempted sabotage to aircraft or aircraft facilities. Any person who willfully makes a false report of sabotage knowing it to be false is in violation of this law It is Warbelow s Air Ventures Policy that no coworker is to discuss a bomb threat in public. In addition, starting or spreading rumors regarding the threat is prohibited. Coworkers will not ever conduct their own search for potential bombs. Leave all search efforts to the appropriate authorities. In the event of evacuation, personnel and passengers will be directed by a Manager or designee from the immediate area of danger to a safe area. The safe area is the State of Alaska parking lot across the street from the main hangar. NOTIFICATION OF OUTSIDE AUTHORITIES When a warning is received, immediate notification of the control tower, airport, FAA, FBI and local law enforcement officials is critical. The General Manager, Director of Operations or Incident Commander will notify the following: 1.) Airport police 2.) Local authorities 3.) TSA 4.) FAA 5.) Local FBI A list of Emergency Contact Phone numbers is located in the back of every Emergency Response Guide in addition to being posted in the dispatch office, guest service area and the pilot lounge. ON GROUND / AIRCRAFT PROCEDURES: If an explosive device is suspected, or a suspicious article has been found IN THE AIRCRAFT BEFORE TAKEOFF, the Flight Crew will: CATEGORY F 18

25 Chapter 3: Easy Guide to Emergency Response 1.) Alert Air Traffic Control and operations 2.) Confirm parking area of the aircraft 3.) Passengers will NOT to be notified 4.) Suspicious objects should not be touched. 5.) Evacuate all passengers 6.) PIC will ensure that aircraft is completely vacated 7.) Passengers must be escorted and told to assemble clear of aircraft (500m upwind) IN-FLIGHT THREAT PROCEDURES: If an explosive device is suspected, or a suspicious article has been found, the aircraft should be flown as normally as possible but in accordance with the following requirements. A) The Pilot will: 1.) Follow procedures for Handling Bomb Threats in-flight may be found in the Flight Operations, Chapter 12, Section 12.10: Bomb Threat in Flight, which includes: a. Declaring an Emergency b. Setting Transponder to A7700 if none assigned c. Landing at the nearest airstrip d. PIC will ensure to maintain current cabin altitude until commencing decent to land as quickly as possible. B) Flight Coordinator Will: a. Fill out Emergency Report for Aircraft Accident/Incident Form (as much as known) b. Contact the General Manager or Director of Operations, establishing an Incident Commander. c. The Incident Commander will contact appropriate agencies, including Airport Police TELEPHONE THREATS PROCEDURES: If a call is received reporting or threatening the company with a bomb or incendiary device, the coworker receiving the call should act as normally as possible but in accordance with the following requirements. 1.) Write down as much information as possible, using the Bomb Threat Report [Form #ERG -02] found in Appendix A of this manual if it is accessible. 2.) Attempt to elicit as much information as possible 3.) Quietly alert a nearby co-worker and indicate to them you are receiving a telephone threat. a. They should then contact the General Manager, Director of Operations, who will contact local Police and to report that a bomb threat is being received. b. A fast way to communicate this while on the phone is to write bomb threat and call supervisor on a piece of paper. c. All coworkers involved in this procedures coworker should stop all additional work Operations immediately. CATEGORY F 19

26 Chapter 3: Easy Guide to Emergency Response 4.) Note any speech characteristics that may help identify the person 5.) Attempt to elicit specific information; flight number, aircraft, facility, etc. 6.) Listen for background noise that may help identify the location of the caller 7.) Stay calm and maintain a professional tone of voice. Keep in mind, the caller wants to provoke a reaction out of you. 8.) Keep the caller on the line as long as possible in order for us to get a trace on the call. Asking questions during the threat is one way to keep the caller on the line. a. Is the bomb on an aircraft or in a building? b. What flight is the bomb on? c. Where is it right now? d. When is it going to explode? e. What kind of bomb is it? f. What does it look like? g. Did you place the bomb? h. Why? i. What is your name? j. Where are you calling from? 9.) Delay the conversation as long as possible by saying I'm having trouble hearing you. Could you speak up please? or Can you repeat that? 10.) Upon Completion of the Call: a. Contact the General Manager and Director of Operations and start completing the bomb threat card if you had not already started during the course of the call. b. Director of Operations, General Manager, or Supervisor will call 911 or Airport Police immediately c. Prohibit further access to facility by closing and securing all doors and windows. PERSONAL CONTACT THREAT PROCEDURES A) Threat in Person If a threat is delivered directly or overheard, the coworker receiving the threat or overhearing the threat will contact their Supervisor immediately. The Supervisor will assume responsibility for the notification process 1.) Keep person under surveillance until relieved by Supervisor 2.) Note physical appearance and conditions 3.) If person leaves the area, note the mode of transportation used, license numbers, vehicle descriptions, other passengers, etc. B) Written Threats Paper or Electronic 1.) Receiving coworker will retain , notify Supervisor immediately. Supervisor will notify General Manager 2.) If paper, retain letter and envelope. Do not handle or pass to others. 3.) Handle as little as possible to retain fingerprints and DNA CATEGORY F 20

27 Chapter 3: Easy Guide to Emergency Response C) Threats Made to Facilities 1.) Any coworker finding a suspicious object will report its location and any information to a supervisor immediately. 2.) Do not touch it yourself. EVACUATION During a bomb threat, the decision to evacuate the building is made up by the General Manager, Director of Operations, or external authority such as airport police or FBI. A) Procedure: The Incident Commander or Outside Authority, upon making the decision to evacuate the building, will: 1.) Notify Dispatch to notify and divert all inbound aircraft. 2.) Take coworker list and manifests. Use lists to determine that all coworkers and passengers have left the building. 3.) Instruct individuals to CALMLY proceed to the nearest, or a specified, exit, leaving personal items. 4.) Instruct all individuals to meet in the safe area to avoid possibility of being struck by debris. The safe area is the State of Alaska parking lot across the street from both the main terminal or maintenance hangar. 5.) Instruct coworkers and passengers they are not to re-enter the building until notified to do so. BOMB EMERGENCY/HOSTAGE SITUATION If a person takes control of a Warbelow s facility with a confirmed bomb or other threats (i.e. held at gunpoint) in the facility, notification will be made immediately by any coworker directly to Airport Police. They will then notify the General Manager and Director of Operations who will then call Local FBI, TSA, and FAA. A list of phone numbers is located in the back of every Emergency Response Guide on the Emergency Contact List, addition to being posted in the dispatch office, cargo, guest service counter, pilot lounge and online beyond the crew door area of the company website. A) Policy Any confirmed bomb threat or hostage situation will be immediately reported to airport police by the first confirming coworker. B) Procedure The situation will be considered an emergency situation. All coworkers will: 1.) Remain as calm as possible. 2.) Comply with all commands given by the suspect. 3.) Wait for the proper authorities to handle the situation do not try and take the situation into your own hands. CATEGORY F 21

28 Chapter 3: Easy Guide to Emergency Response SUSPICIOUS PACKAGES OR LETTERS Mail and package delivery to each department should be screened for suspicious letters and/or packages. Some common features of threat letters/packages are listed below, but the presence of one or more of these elements does not always mean that the package is suspicious. A) Potential Elements of Suspicion: 4.) Hand written or poorly typed address 5.) Address to a title only or an incorrect title 6.) Restrictive markings such as Confidential, Personal, etc. 7.) Presence or feel of powder or foreign substance 8.) Excessive postage, no postage, or non-canceled postage 9.) No return address or fictitious, unfamiliar return address 10.) Improper spelling of addressee names, titles, common words, or locations 11.) Unexpected envelopes from foreign countries 12.) Suspicious or threatening messages written on packages 13.) Postmark showing different location than return address 14.) Distorted handwriting or cut and paste lettering 15.) Unprofessionally wrapped packages or excessive use of tape, strings, etc. 16.) Rigid, uneven, irregular, or lopsided packages 17.) Packages that are discolored, oily, or have an unusual odor or ticking sound 18.) Packages with soft spots, bulges, or excessive weight 19.) Protruding wires or al 20.) uminum foil 21.) Visual distractions B) Typical Signs to Watch for in Letter or Package Bombs 1.) Unusual or unexpected point of origin, an indecipherable address or no return address at all 2.) Inaccuracies in your address or titles 3.) Unusual restrictive markings that are not a normal part of your business dealings (e.g. personal, to be opened only by, do not delay deliver ) 4.) Excessive weight or thickness for envelope or package size and/or excessive postage 5.) Improvised labels or obviously disguised script 6.) Unusual order 7.) The feel of springiness 8.) Metallic components or stiffeners in letters, protruding wire, string or metal foil 9.) Oily or greasy stains on packaging or excessive wrapping, binding and taping materials 10.) Small holes 11.) Unbalanced or lopsided letters and parcel C) Procedure When Receiving Suspicious Letters or Packages: The person receiving the package will stay calm and immediately contact a supervisor, who will notify the Incident Commander, who will contact the proper authorities. Additionally: CATEGORY F 22

29 Chapter 3: Easy Guide to Emergency Response 1.) Do Not: a. Shake or empty the contents b. Carry the package or envelope, show it to others, or allow others to examine it. c. Do not try to open the package. If there is spilled powder, do not try to clean it up and do not smell, touch or taste the material. 2.) Instead, Do The Following: a. Put the package or envelope on a stable surface; do not sniff, touch, taste, or look closely at it or any contents that may have spilled. b. Alert others in the area about the suspicious package or envelope. Leave the area, close any doors, and take actions to prevent others from entering the area.. If possible, shut off the ventilation system. c. Wash hands with soap and water to prevent spreading potentially infectious material to face or skin. Seek additional instructions for exposed or potentially exposed persons. d. If possible, create a list of persons who were in the room or area when this suspicious letter or package was recognized and a list of persons who may have handled this package or letter e. Incident Commander and management staff may consider evacuating the building, depending of their evaluation of the situation. f. At this point, as local police or other threat respondents were called by the Incident Commander, leave further action to the proper authorities. MORE INFORMATION Flight Operations, Chapter 12: Emergency Policy and Procedure Operational Control and Dispatch, Chapter 14, Section 14.03(B)(1-3) Guest Service Manual, Chapter 19: Emergency Procedures Security Manual, Chapter 2: Incidents, Suspicious Activities and Threat Information CATEGORY F 23

30 Chapter 3: Easy Guide to Emergency Response CATEGORY F: MAJOR ACCIDENT AT GROUND SITE In Category G situations, is for ground accidents, to include but not limited to spill or fire, causing complete or substantial damage to a ground facility and possibly serious or fatal injury to one or more persons (See definitions in Section 1.03, above, for what constitutes a serious or fatal injury). For definition of what constitutes a hazardous material, major oil spill, and fuel spill emergency see Hazmat Notification Requirements & Definitions [Form #ERG-04], located in Appendix A of this manual. GENERAL POLICY 1.) Personnel trained in HAZMAT should be aware of the supplies available in the spill stations. 2.) All personnel should be aware of the location of the nearest fire extinguisher. 3.) Coworkers should immediately leave their work area if they hear a fire alarm, closing all windows and doors, as they leave. 4.) All evacuees MUST move away from the exits, assembling in the designated Safe Area, located across the street from the main building in the State of Alaska parking lot. Coworkers should direct passengers/ customers to this area. 5.) Serious fires will be left to emergency service professionals who have the necessary training, equipment and experience, therefore no coworker will: a. Fight a fire beyond the beginning stage (able to be put out with a fire extinguisher), b. Enter if the building is on fire to conduct search and rescue c. Provide advanced medical care and treatment unless properly trained. 6.) Once evacuated, all personnel should wait for and follow the directions of Emergency Responders or the Incident Commander. SPILL OR GENERAL ACCIDENT PROCEDURES The DO or Incident Commander will make any necessary phone calls required by procedures below as soon as practical but no later than 12 hours after the occurrence the incident: A) Hazardous Materials Emergency: 1.) Utilize the most current Hazardous Material ERG. 2.) Notify Individuals in the area about the spill using the emergency contact list. 3.) Call Hazardous Material Emergency Number B) Major Oil Spill: 1.) Utilize Spill Notification List [Form #ERG-05] in Appendix A of this manual. 2.) Contain the spill using spill kit 3.) Dispose of oil per EPA Regulations C) Fuel Spill: 1.) Use Fuel Shutoff switch or use circuit breaker box near JET fuel tank 2.) Contain the spill using spill kit. CATEGORY G 24